Customer Success Manager

ABOUT AD ASTRA Ad Astra has spent fifteen years earning federal-tier trust. We deliver interpretation and translation in 300+ languages through a network of 10,000+ vetted linguists for federal agencies, state and local government, courts, and school districts, alongside a large healthcare and corporate client base. We are SOC 2, HIPAA, ISO 9001, and ISO 17100 certified, with CJIS-aligned practices, and our compliance posture is a working part of every government relationship, not a page on the website. We are three connected brands: Ad Astra, Inc. (the services engine), AdAstraConnect (our platform, built in-house), and Connected Conversations (our podcast on human connection). Together they are moving us from language services vendor to communication infrastructure partner. Government is where that standard is set, because government is where the bar is highest. THE ROLE, HONESTLY Government is the backbone of this company, and until now the people who won the contracts have also been the ones keeping them. This role changes that. You take ownership of a book of federal, state, and local accounts after award: you run the relationship through the period of performance, you keep us compliant and audit-ready, and you make sure that when an option year or a recompete comes, the decision to stay with Ad Astra is already made. In government, a client kept is a contract performed. Language access for your clients is not a nice-to-have; it is an obligation under Title VI and Section 1557, and the citizens on the other end of our interpreters are why the work matters. You will carry both of those truths at once: the contracting officer's deliverables calendar and the person in a courtroom or a benefits office who needs to be understood. On how we operate: we are becoming an AI-native company, and agents assist this role with account health monitoring, reporting preparation, and renewal-risk flags. But you should know that our governance framework holds government relationships to a higher standard by design. Anything touching a federal client stays human-reviewed. The agents prepare, you decide, and nothing reaches a government client without your judgment on it. We built that rule on purpose and we hold it. We would rather underpromise here and let you be pleasantly surprised: the agent tooling is being deployed in phases through 2026 and 2027. Some of it is live today, some is coming. You will be part of shaping what your own tooling looks like. WHAT YOU WILL OWN Post-award onboarding and delivery kickoff for new government contracts, in step with our project management and operations teams. Contract performance from the client's chair: SLAs, reporting deliverables, invoicing accuracy, and the utilization reviews your contracting officers expect on time, every time. Option years and recompetes for your book. You keep the relationship strong all year so the recompete is a formality; when an RFP does drop, you feed the capture team the ground truth only the account owner has. Expansion through the vehicles government actually buys on: new task orders, added languages and modalities, BPA usage growth, and sister-agency referrals. Quarterly and contract-cadence business reviews. The materials are agent-prepared and human-reviewed; the room is yours. Escalations, owned personally until resolved, with honest communication throughout. We do not give clients confident dates we cannot keep, and that goes double for a contracting officer. Audit and compliance readiness for your accounts, working with our Compliance function so a client audit is a dashboard, not a scramble. Voice of the customer: what your agencies need feeds directly into the AdAstraConnect roadmap, and we credit the source. If your client sparked the feature, your client hears that it was their idea. WHAT GOOD LOOKS LIKE First 90 days: every contracting officer and program contact in your book knows your name and how to reach you, the deliverables calendar for every contract is mapped and owned, and you have flagged the first three things about our government CS motion that should change. We treat that last one seriously. Around here we do not take it as complaint, we take it as feedback, and we ask for it. First year: option years exercised, zero missed contract deliverables, and at least one expansion story worth telling at the leadership table with your name on it. Specific renewal and recompete targets are agreed with your manager in your first month, once you have both seen the book. WHO DOES WELL HERE This is a fully remote role with real autonomy, which means it rewards a specific kind of person. You start your own day. You find the discipline of government work clarifying rather than constraining: the deliverable dates, the documentation, the chain of accountability. When something goes wrong on a contract, your first instinct is what you will do about it, not whose fault it was. And you can hold a warm human relationship inside a formal procurement structure, because that is the whole job. WHAT WE ARE LOOKING FOR 3+ years in customer success, account management, contract management, or program-facing roles serving government clients, with direct ownership of retention outcomes (option years, renewals, or recompetes). Working knowledge of how government buys and stays bought: periods of performance, option years, task orders, BPAs and IDIQs, and what a contracting officer versus a program office actually cares about. Familiarity with compliance-driven service delivery. Experience with language access obligations (Title VI, Section 1557) is a strong plus; so is court, K-12, or federal agency experience. Working fluency in a CRM (we run on HubSpot) and comfort building your workflow around AI-assisted tooling, with the judgment to know what never goes out without human eyes. Ability to pass client-required background checks; some federal accounts require them. Evidence of self-managed remote work. We will ask about it specifically. Language services background is welcome but not required. Curiosity about the industry is. COMPENSATION AND BENEFITS Compensation is base salary plus commission. We hire globally, and pay is benchmarked to your country of residence; we share the details for your location in our first conversation, before you invest time in the process. Benefits include three weeks of paid time off. HOW TO APPLY Send your application and a short note about the hardest contract you ever kept through a recompete (or the one you lost, and what it taught you). No cover letter template needed. We read every application ourselves. Ad Astra, Inc. is an equal opportunity employer. We celebrate the languages and cultures of our team the same way we serve those of our clients.